ANNOUNCEMENT

Hexaware Positioned as a Visionary in the 2026 Gartner® Magic Quadrant™ for Custom Software Development Services

Gartner, Magic Quadrant for Custom Software Development Services, By Jaideep Thyagarajan, Ryan McKinney, Nathan Davie, 7 October 2026. Gartner and Magic Quadrant are trademarks of Gartner, Inc. and/or its affiliates. Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Hexaware.

Whitepaper

The Show Must Go On

Key Takeaways

– Hexaware’s whitepaper details migrating global contact centers to a virtual model during COVID-19.
– Hexaware used cloud architecture, AI, and chatbots to move thousands of agents to remote work.
– The e-book covers planning, deploying technology, managing remote staff, and future readiness.

Remote Working: Best Practices for Global Contact Centers

For customer-facing organizations, COVID-19 threw up two key concerns that had a direct impact on each other – how to keep employees safe and how to ensure uninterrupted customer service. They had to completely re-think their customer service operations and do so in the shortest of timelines. For contact centers, transitioning thousands of agents from state-of-the-art campuses to individual homes in different geographic locations was a herculean effort. In addition to ensuring security and compliance, they had to manage the sudden increase in call volumes without impacting customer experience. Equally challenging was to ensure that the long periods of working from home and away from colleagues did not impact employee experience and motivation.

Backed by deep operational experience and breadth of expertise with contemporary technologies like cloud architecture, AI, automation, and chatbots, Hexaware has successfully migrated its contact centers to a virtual model without compromising on the critical parameters of customer and agent experience.

This e-book covers our learnings, insights, and best practices in four areas for migrating global contact centers:

Planning the transition
Deploying the technologies
Managing the remote workforce
Preparing for the future

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